Technical Customer Service Manager
New
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Data AnalysisProblem SolvingCustomer serviceDebuggingSaaS
Requirements
- Minimum of 8 years of experience in customer service
- At least 3 years in a leadership or managerial role
- Proficient in customer service software
- Proficient in CRM systems
- Strong understanding of SaaS-based products
- Strong understanding of mobile app development
- Strong understanding of web development
- Excellent leadership and interpersonal skills
- Exceptional problem-solving and decision-making abilities
- Outstanding communication skills, both written and verbal
Responsibilities
- Lead, mentor, and manage the customer service team, fostering a positive and collaborative work environment.
- Develop and implement customer service policies, procedures, and standards to ensure consistent delivery of exceptional service.
- Establish key performance indicators (KPIs) for the customer support team and monitor performance against set targets.
- Handle escalated customer inquiries or complaints, providing timely and effective resolutions.
- Identify opportunities for process improvements and recommend solutions to enhance the overall customer experience.
- Collaborate with cross-functional teams, including product development, sales, and marketing, to gather feedback, address customer pain points, and drive product enhancements.
- Analyze customer service data, generate reports, and present insights and recommendations to senior management.
- Stay updated on industry trends, best practices, and emerging technologies to continuously improve customer service operations.
- Conduct regular training sessions to ensure the team is equipped with the necessary skills and knowledge to deliver exceptional service.
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